Luke Russell

For a company to record 10 straight quarters of year-over-year revenue growth, including its second consecutive year of double-digit revenue growth, means its management of customer experience and customer engagement must be clicking. That&rsquo...Read More

Catalina Marketing’s My Favorite Deals program, already an established tool for customer engagement, is expanding to include additional channels of interaction. By bringing the program to email, mobile, and online channels, the company hopes...Read More

For DineEquity CEO Julia Stewart, changing the brand loyalty story at Applebee’s is a major priority for 2016. During Wednesday’s fourth-quarter conference call for DineEquity−which owns and operates IHOP and Applebee’s...Read More

Before the holiday season, officials at Target wanted to re-imagine its See.Spot.Save area in the front of its stores, which is large and a very profitable business. Seeking to transform this area into something that would capture an even greater...Read More

Choice Privileges, the loyalty program of lodging giant Choice Hotels, is getting a makeover. The program is rolling out changes that will improve the loyalty experience for the more than 25 million Choice Privilege members. Strong loyalty...Read More

During Monday morning’s special conference call to announce changes to the Starbucks My Rewards loyalty program, Starbucks CFO Scott Maw talked about the confidence level that corporate leadership holds moving forward that was instilled by...Read More

Passenger rail service leader Amtrak, already home to the popular Amtrak Guest Rewards loyalty program, is going the extra mile to provide members with additional opportunities to earn points.   In a move that benefits both the brand and...Read More

Angie’s List recently celebrated its 20th anniversary and CEO Scott Durchslag is very proud of that milestone. But a main challenge ahead, he said during Tuesday’s fourth-quarter conference call, is to strengthen customer loyalty and...Read More

Officials at Southwest Airlines elevated the customer experience by welcoming Pay with Amazon onboard WiFi-equipped aircraft. As a result, customers will have a new and convenient way to purchase products through the carrier’s onboard...Read More

Marketers are constantly searching for an edge on the competition. New trends seem to come and go daily, and businesses often get caught up in finding the next big opportunity for market disruption. In this quest for innovation, some tried and...Read More